Abstract
Abstract
Claims processing in the medical aid sector is slowed by repetitive administrative tasks and manual workflows. Robotic Process Automation (RPA) has emerged as a promising solution for improving operational efficiency and reducing processing delays. This scoping review aimed to map the existing literature on the use of RPA to improve claims processing in the medical aid sector and identify its benefits, implementation challenges, and research gaps. Guided by the PRISMA-ScR framework, a structured search of peer-reviewed and grey literature was conducted across multiple databases. The review found that RPA improves processing efficiency, accuracy, workflow optimisation, and turnaround times while reducing administrative workloads. Key challenges included system integration, data quality, governance, and organisational readiness. RPA has the potential to improve claims processing within the medical aid sector. However, successful implementation requires effective governance, process standardisation, and organisational readiness. Further research is needed within the South African medical aid context.